Rated 2 out of 5 by Salsero Would Not Let Me Check In
I had a reservation for 2 nights. The website said the checkin time was 3 pm. I got to the hotel at 5 pm and they said there were no rooms available. I was not allowed to check into my room until 10 pm so I missed a whole day. The front desk staff was not helpful. I had to complain twice the the supervisor (I think her name is Meredith) before I could get my room at 10 pm. Other people were in the same situation and were not happy.
September 6, 2012

Rated 5 out of 5 by Billie Customer Service
Unbelievable customer service. Everyone was friendly and helpful. Front desk, concierge, restaurant, doormen, etc… Our TV didn’t work and we reported it when going to breakfast and it was working when we returned. The location is great, central to everything. Ask for help and you receive. Prices were extremely reasonable for the room and it included breakfast. We have been to New York before and we will stay here again.
February 6, 2013

Rated 1 out of 5 by imani66 This was my worst visit to NYC
I was truly disappointed with my experience at the Sheraton NYC Times Square and will never stay here again. The room was not ready; the two queen beds with a sleeper reserved online was not the truth upon checking in - we were given two double beds. Most of all, a hair brush was left on the window sill, the window sill was not clean and there were pieces of potato chips or fritos left behind a small sitting chair.
July 30, 2012

Rated 1 out of 5 by Christian102 Inconsistent .. poor customer service
I stayed at this property several times this year, service has been inconsistent at best. On my last stay it turned from inconsistent to rude ..
I am an SPG gold member on starwood and other major chains. I travel a lot and done most W properties in NYC.
I understand Sheraton is a different product .. but being called a liar from a front desk clerk is not inline with any of my standards ..will not return
September 24, 2012

Rated 2 out of 5 by Visitor Needs improvement
I checked in under the Romance package. The front desk did acknowledge the wine and strawberries to be sent up and asked me what time I would like it sent up but nothing about breakfast being included. I had asked for delivery at 5 and at 5:20 I called to see if it was on it's way and they did not have it scheduled. When I realized I did not know what to do for breakfast, I called the front desk and the lady told me to come down and get new keys to access the 44th floor club. The next morning, I went to the club and the keys did not work. When I questioned the front desk (after standing in line AGAIN) I was told that I was not supposed to go to the club but order from room service. Everyone was nice but very confused. Also when I checked in, the toilet was NOT clean - it had remains from the last guest on the toilet seat! The bed and TV remote WITH a sleep timer were the hightlights.
March 7, 2013

Rated 4 out of 5 by vinoman location, location, location
The Reservation Director, Sharon Gilsenan, is tops in endeavoring to make this extremely busy and bustling business-person's and convention type hotel as personable and accommodating as possible.
The concierge service is superb...especially exceptional: Michael Darr... The concierges consistently make every effort to satisfy your requests and meet your travel/vacation needs. They are extraordinarily well informed.
The staff at the front desk is also incredibly helpful and do their best within definite guidelines to get you what you want...A gentleman whose first name is Danus is especially resourceful and helpful and has an excellent sense of humor.
November 7, 2014

Rated 1 out of 5 by Lfdeng3 Two Times and rooms not ready !!!!!
I take my family in to New York city twice a year. I stayed two times at this hotel with my family and I told them how good SPG is and treats everyone well ! Both times we arrived at the hotel at 12:00 PM and both times the rooms where not ready until after 6:00 PM I understand that check-in is at 3:00PM but if you know people are waiting and you tell them you have 6:30PM dinner reservations and a show you think they would make the rooms a priority but no !!! I never ever had this issue at any other SPG property I feel the staff in this hotel just doesn't care !!! I will never stay here again !
November 21, 2012

Rated 1 out of 5 by maurizio81 Never again
After 4/5 days in the hotel (nice location but pretty below average for facilities or so), the day of the check out i reported to the concierge that my iphone was missing.
She seems not to care much, anyhow, insisting she called the security person, who approached me in a very rude way.
I am an eager traveler and i have been in hotels (and many starwood among those) around the globe a lot.
I have never been treated like, moreover i wasn't asking for nothing and i was doing my duty in reporting an item missing..
Didn't involve the police with that guy at sheraton only cause i didn't have time
March 8, 2012

Rated 5 out of 5 by Greentea1 Loved it
Excellent hotel. So convenient to every where time square, Central Park, Rockefeller plaza liquor store right next door and a deli across the street for that craving at 12:30 it closes at 2 love that all in all great experience bed was so comfortable and rooms were very very cleaned that when you walked in the room the first thing you smell is soap so clean
January 26, 2015

Rated 5 out of 5 by AS035 Sheraton NYC
The location of this hotel is fantastic. So close to all mid town attractions and shopping.
Excellent facilities and attentive staff that i encountered.
From the Bell Captain to Coincierge and check in staff , all helpful and obliging.
Would come back to stay at this hotel again.
August 16, 2014

Rated 1 out of 5 by hasselfree Mr.
From check in to check out.
issues
January 22, 2015

Rated 5 out of 5 by StaceyG Holiday Weekend
We took our 11 yr old Son and Grandson to NYC for their first time. Trip was fantastic and it was a great deal of fun to see their responses to the Big Apple. The Shearton NY Times Square was terrific! Centrally located and with 9 blocks of times square central. It was very clean and the staff was very friendly and helpful. The boys liked the ice cream truck that came beside the hotel each night before we settled in for the night. Hotel was great about keeping our luggage and belongins safe until our room was ready while we set out to discover the city also! Free internet in the lobby and computer area. Only negative- rooms are very tight, but that is NYC. Things are compact and tight for 4 people with 2 dbl beds. Has refrig and bathrooms are clean and higher end finishes. I will stay anytime I am in the city for sure!
January 23, 2015

Rated 2 out of 5 by Elizabeth30 Needs improvement
Staff at reception desk very rude, linens were so stiff they were 'crucnhy', bed skirt filthy, beds very uncomfortable. Gap around the door so wide the light shining in kept us awake. A dozen or so teens across the hall having a party all night- nothing was done to stop it and again we could hear it all due to the large gap around the door.
November 2, 2013

Rated 1 out of 5 by rarrara very disapponting stay
When I entered in my guestroom at first, I was really shocked because there was used toilet paper in the toilet without a flushing. Also, there was several strains on the mattress cover. I tried to contact the concierge to complaint this matters, they seemed to be busy serving guests in heavy rain, so didn't answer. It was a horrible stay.
August 20, 2012

Rated 5 out of 5 by cella242 Best New York Hotel Ever
My wife, son and I came to stay in October to celebrate 60th birthday and 37th wedding anniversary. On arrival we were amazed to find that our room was up graded to superior but even better on the 46th floor with the most fantastic view of central Park. The staff were truly great especially Joy on reception and Michael who sorted out our return coach pick up. Would highly recommend!!!!
January 25, 2015

Rated 2 out of 5 by KS90278 Will not stay again
I am a devoted SPG Platinum member. I have stayed at all of the properties around Time Square. This was the first time at the Sheraton TS. I was disappointed to say the least. They lack loyal customer appreciation. I get it, when you are in the heart of one of the busiest tourist locations you really don't need to worry about Platinum members. I was coming for my wife's birthday and they offered to have a gift in the room when we got there. I was very impressed at the jesture and thought how great when we walk in she will be shocked. Nope, nothing! After asking they brought up something the next night. I later had to deal with a VERY unprofessional front desk young lady. As I said, will never stay at again.
December 17, 2013

Rated 2 out of 5 by Lisgaron Unexpected Room(s)
When we first arrived at the hotel it was a welcoming feeling and very inviting. The staff was very nice and helpful with all of my questions. The downward spiral began when we got up to the room to find the maid service skipped this room and the previous visitor had old room service out and a messy bed with clothes thrown around the room. After calling down to the front desk we were switched to a different room said to have a better view. Little did we know that it was right in front of the elevators so we could hear everyone who came through. The room was nice but after 15 minutes discovered that there were two used glasses out, a half empty wine bottle, and used soaps in the bathroom. We called down to the front desk again telling them what we had and our concerns with the sheets being cleaned or not but they just sent up another person with a bag of soaps and shampoos and clean glasses. I always thought that Sheraton's were a nice hotel chain but I don't think we'll ever stay at another again.
March 2, 2013

Rated 1 out of 5 by golfc Rough start !
Worst checkin ever at a GOLD desk.
Add to call housekeeping the first minute = zero towels in the room.
Couldn't do express checkout because of a bogus charge from the minibar ( never touched anything ).
Only positive comment = great location.
September 8, 2012

Rated 1 out of 5 by Info Would NOT recommend
I am easy to please but this was a BAD experience. Many room issues from sink to blinds. What is wrong with the elevator that never stops on the 32nd floor? Seemed like there was a phone ringing in the corner of my room but it never got answered.
March 8, 2013

Rated 1 out of 5 by MZ0119 The front office staff did not arrange the room type as we reqeuested before
Once we checked in at hotel on Oct.4, the front office staff told us that no queen bed room available and only can arrange twin bed. But we booked queen bed room type through starwood website, quite disappointed with this arrangement.
October 11, 2012

Rated 1 out of 5 by DM777 How bad can it get?
Room filthy
No robes although paid for concierge floor-not on it no robes brought despite request
TV broken-not fixed for 24 hours after I called twice
Check in took over 45 minutes on SPG line
June 6, 2012

Rated 5 out of 5 by RufusInHI SUPERB SERVICE for an Icon Property
One would not expect great attentive service from a large city hotel. Well, the Sheraton New York Times Square Hotel delivers! I was greeted with exceptional check-in service by Matthew F. at the Front Desk. He immediately recognized my SPG membership and went out the the way to ensure that I had a great room (with an incredilbe view of Time Square). Everyone from the Front desk, Hotel Security and the Club Floor Attendants were Friendly and Professional. Kudos again to Matthew (Front Desk) and the Hotel Staff and Management for their genuine hospitable service.
December 13, 2012

Rated 2 out of 5 by u88a Good location but poor service
Front desk staff not helpful and don't seem to care. Shower faucet broken and not fixed after our request (service was actually sent to fix the toilet instead..). Issues with early arrival (Queen bed instead of King, one room instead of two, etc).
November 17, 2014

Rated 2 out of 5 by SK1234 Poor Service
They charge for everything including Fitness Center.
Service was poor and the staff were rude anytime you called the Guest services
September 6, 2012

Rated 2 out of 5 by Coach123 Too large. Poor service
Too large and cold hotel. Location good and rooms reasonable because of renovations. Feels like a 3-4star hotel
November 1, 2013

Rated 4 out of 5 by BizTraveller5 Great location
Very comfortable hotel, situated in the heart of Manhattan. Perfect for business travelers, and tourists. The guest rooms could use a minor facelift, but were clean and provided a good night's rest. For the gym rats, the fitness center will suit your needs. I'll definitely stay here again.
January 24, 2015

Rated 1 out of 5 by Mensche A Nightmare Of A Hotel
This hotel is way below Starwoods standards. When I arrived there was no doorman. I had to wait to register with no preference given to my Starwoods gold status. The room I was upgraded to was tiny, no room to move, a stuffed shower drain, hardly any shower pressure, and the television did not work for over 24 hours.
The staff is unfriendly and not helpful at all. When I went to use the health club, I had to wait for the attendant to finish reading the newspaper. When I asked about arranging a massage, he had no info and told me to call back in one hour.
December 21, 2012

Rated 1 out of 5 by oooohgosh worse hotel ever
Horrible experience, smelled like dead person in the room
August 27, 2012

Rated 4 out of 5 by santri1969 Large touristy Times square hotel
Very large and well located hotel in midtown manhattan. Stayed a dozen times here - not much SPG recognition, hotel worn out and needs renovation.
November 18, 2014

Rated 2 out of 5 by Fab88 Hotel service needs to be improved
We stayed for 5 nights and where not happy at all with the place.
1. The safe in the room had no door. Every day the staff promised to get it repaird. Nothing happend.
2. I am used, as a hotel guest to have free access to the gym. Not here! 10$
3. After 5 day we wanted to leave the luggage at the lobby. Usually it's fee of charge. Not in this hotel.
4. There is a scaffolding outside the building but on evidence that someboy is working. Has probably been forgotten to be removed.
I travel a log around Asia. This hotel is far from Asia Sheraton standards!!!
September 4, 2013